Team leader

Gratitude Inc

299 Views

18 hours ago

Team leader

1-10 Year(s)

₹ 6 - ₹ 7 Thousand p.a

Pune

Job Description

Key Skills

Team Leader Team Leading

6 candidate(s) have already applied for this Job. Apply now

Responsibilities

Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within

the agreed SLA frameworks

● Manage and optimize workflows (pipeline and individual work queues) through appropriate resource planning

and utilization

● Monitor breaches and complaints to ensure smooth functioning in accordance to the pre-set deadlines,

procedures and service standards

● Participate in calls with the onshore stakeholders to understand expectations, provide feedback and reports

and resolve queries or escalations

● Identify, facilitate and implement process improvement initiatives to improve efficiency

● Execute business transformation activities within the team

● Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C)

Scheme

● Coordinate with the L&D team to conduct needs analyses and facilitate/impart skills trainings for the team

● Coordinate with the Onshore BAs / Process Leaders to conduct needs analyses and facilitate/impart process

related training for the team

● Liaise with Business Planning & MI team where required for resource planning

● Report on team performance, customer feedback and daily activities

● Liaise, coordinate and manage relationships with other departments and onshore teams

● Monitor and manage leaves, attendance, breaks, attrition, etc for the team

● Co-ordinate with internal support functions to help resolve issues for the team

● Participate in the recruitment process of new Executives

● Lead, develop and coach Team Members and Process Leaders

● Implement the rewards and recognition program

● Prepare periodic and accurate MI reports for internal and external reporting purposes;

● Conduct periodic performance appraisals and feedback sessions for Team Members and Process Leaders

● Has supervisory or people management responsibility, with a particular emphasis on maximizing the

performance of those that work for them.

● Is responsible for an element of business unit performance i.e. SLA and Regulatory frameworks.

● Champions TCF among the team, ensuring it is built into all relevant objectives.

● Highlight/Escalate issues within the team and aim for resolution

● Attain all regulatory certification as per role requirement

Role

Team Leader -(NonTechnical)

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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